Support

Quick Answers

To log out, please click "Sign Out" at the top right corner of the webpage.

Quick Answers

We're invested in creating a safe, secure environment for our customers to shop. In addition to achieving major industry standards, information on our website is encrypted, and we're also PCI-DSS compliant.

Quick Answers

If you don't have the item's tracking number: Please contact the online store you shopped with to get this information.

If the package arrived more than 2 business days ago, but isn't showing in your account, reach out to us below!

Quick Answers

Most Common Possibilities:

The item has only just arrived, and is still undergoing inspection. Packages received by us and inspected to be safe for shipping, are matched to your account within 1 business day of receipt on a first-arrived-first-matched basis

The item could be showing as delivered even though the delivery truck is only scheduled to pop by our warehouse later

While unlikely, the package could be misdelivered even if the item has been "delivered" to the correct ZIP code. This is because multiple addresses in one U.S. region share the same ZIP code. If this has happened, please contact the online store as soon as possible, to request a refund, or replacement shipment. As the package is not at our warehouse, we are unable to assist further on this.

HAVE MORE QUESTIONS?

Helpful Links

Did you know?

Live Quote can help you estimate the shipping fees. Click to give it a try!

I would like help with

Quick Answers

Repacking of up to 5 packages into one package generally costs US$10.00, and can take up to 2-3 business days to complete. Contact us below, to get started!

Tip: If you have a specific idea of how you want your shopping repacked (i.e., bag folded in half, SD card inserted into the bag, etc), do share these ideas with us, and we'll try our best to accomodate your request!

Quick Answers

Repack services are offered when we are sure that repack will help reduce your shipping fees.

Whereas, items considered unsuitable for repack

when the volumetric weight of a package is not much greater than its actual weight

items were already received in a polybag. This is usually the best weight saving container available for your order.

items requiring added protection/padding e.g., electronic devices or fragile items; or the package contents may be compromised when repacked

If repack is not offered, but you would like us to assess your items for repack anyway, we’ll be glad to check it for you at no cost. Contact us below to get started!

Quick Answers

If our processing team assesses that your package can be repacked, we will offer an option at international shipping checkout, to repack your packages, cutting down the original package to give you the maximum savings possible.

Quick Answers

Crating ensures fragile items with insufficient protection arrive safely at their international destination.
When an item is flagged for crating due insufficient protection, a customer may:

Ship the parcel as it is. Insurance will only cover lost or missing items, and not item damage, or

Crate the package, so it is insured against damage. Crating fees are quoted upon request, and crating may affect final shipping weight.

Quick Answers

If your package has been classified incorrectly, please let us know. We shall update the item classification if the provided details are deemed more accurate.

Quick Answers

We've declared a value for the package based on its accompanying packing list. If you would like to update the declared value of a package, please provide us with the receipt displaying the correct value.

For Customs Clearance purposes, receipts which come with packages cannot be removed.

Quick Answers

“Package checking is offered upon request for US$5.00 and is fulfilled within 1-2 business days. Please contact us below, to request this.”

Quick Answers

We recommend using LIVE QUOTE to get a guaranteed estimate on shipping fees, even before you shop!

Shipping charges are calculated using a flat fee for the first half kilogram, with a lower subsequent fee charge for every additional half kilogram.

Shipping weight is determined by volumetric and actual weight of a shipment – whichever is greater. Volumetric weight is calculated by the multiplying the dimensions of a package and dividing the result via a volumetric factor.

Quick Answers

All packages enjoy 30 days of free storage, whereas Prime customers' packages enjoy 60 days of storage. While we would be happy to do a one-time extension of your package's storage period, we reserve the right to discard any packages which have been in our warehouse for over 90 days.

Quick Answers

Packages containing flammable or dangerous items (such as aerosol sprays, makeup containing alcohol, or anything flammable), are considered ORM-D, and cannot be shipped as general cargo.

Quick Answers

Yes you may!

However, lithium batteries are subject to additional regulations, due to the potential danger of fire. These regulations vary by country and courier, and couriers will not ship batteries to certain countries. In general:

A package can have a maximum of two items with lithium batteries

All lithium batteries in any form must be transported in a box

A battery’s size and strength, and how it is packaged (example: pre-installed/ packed with device/ loose) will influence its applicable regulations and restrictions

These regulations are complex, but our team of trained specialists can arrange for export of most lithium batteries and electronic devices containing these batteries. As a result, packages containing lithium batteries will be subject to a lithium battery processing fee.

For assistance determining if your lithium battery item can be repacked with other items or if comGateway can ship lithium batteries and electronic devices containing these batteries to your country, please contact our Customer Service team.

Quick Answers

Returns from your U.S. address are usually fulfilled through UPS, and UPS postage rates apply. Alternatively, you may provide us with a returns label if your online store offers free returns. A handling fee which would depend on the number of packages will also apply. Contact us below to get started!

Quick Answers

Please contact us below to verify that your BuyForMe item is eligible for returns, and to begin the returns process (if applicable).

Quick Answers

Please confirm that your item is eligible for Returns. Here are the return policies for some popular U.S. online stores:

HAVE MORE QUESTIONS?

Helpful Links

Did you know?

Live Quote can help you estimate the shipping fees. Click to give it a try!

I would like help with

Quick Answers

"We start processing BuyForMe orders as soon as we receive them. If the "cancel order" option is not available to you, but you would like to make changes to the order anyway, contact us below, and we will try our best to help!"

Quick Answers

Top reasons for cancelled orders:

Items are Out of Stock

The items shopped cannot be shipped (ORM-D items)

Item Prices have changed

The order was placed with a Restricted Website

Quick Answers

If a BuyForMe warranty policy involves returning the item, the item must be returned to our U.S. facility, at your own cost.

To start claiming warranty for an item shopped using our BuyForMe service, please contact us below to verify whether the item is eligible for warranty claims.

Quick Answers

At purchase, your card is only pre-authorized, but not charged. Your card is only charged when we've successfully placed the order.

Quick Answers

Due to Brand Owners' Rights, the following U.S. storeshave requested that we do not shop their productsfor non-U.S. consumers. As such, we are unable toproceed with BuyForMe orders with the stores below.

Shipping weight is determined by volumetric and actual weight of a shipment – whichever is greater. Volumetric weight is calculated by the multiplying the dimensions of a package and dividing the result via a volumetric factor.

Quick Answers

Quick Answers

While both Standard and Express shipping services will be fulfilled via the premium services of DHL and FedEx, it may take a little longer to ship items via Standard delivery:

Express Shipping: 3-5 business days

Standard Shipping: 6-8* business days

Calculation of delivery time elapses the business day after payment has been successfully made for international shipping.

* Due to Customs Clearance requirements, shipments to China may require 8-15 business days.

* For remote areas within Australia, please add 3-5 business days to your shipment delivery.

Quick Answers

The value of each package is the sum of the value of the contents in the package. For your convenience, we use information on the package's invoice to declare the item's value for you. If the merchant does not include an invoice in your package, we will require you to declare the item's value when you choose to ship the package internationally.

Quick Answers

All imported goods are subject to a country's customs and duties. As limits and regulations vary with different countries, please check with the website of your country's governing authority.

Quick Answers

"Please note that you are required to accurately declare the value of your purchases regardless whether they are new, used, if you are buying it for yourself or as a gift. Under-declaration or inaccurate submission of the value of an item can result in your package being impounded, heavy fines and/or criminal proceedings.

If you are uncertain of your package contents, you may request for our order checking service for a fee of US$5, to open and check your package contents for you. To request our order checking service, please email us.

Shipments to China

According to China Customs' regulations, in shipments where there are multiple items, the total value of items cannot exceed RMB1000. If your package includes multiple items and worth over RMB1000,you will need to split your items into multiple shipments. Please contact us via email or Live Chat to do this.

If your package includes only one item, you may proceed to ship your package even if its value exceeds RMB1000. All applicable taxes and/or duties must be paid at China Customs Clearance."

Quick Answers

Shipments to Singapore and Australia are arranged as delivered duty paid or DDP. Taxes and duties, if applicable, will be paid during international shipping checkout.

Meanwhile, shipments destined to other countries are arranged as delivered duty unpaid or DDU. Duties and taxes will be paid to the delivery courier.

Shipments with commodities such as alcohol/wine, tobacco/cigar, gold/silver coins will be arrange as DDU.

Quick Answers

"For shipments to Singapore, all declared values of goods, insurance and freight charges (before any applicable discounts) are converted to Singapore Dollars at the latest exchange rate as per Singapore Customs.

Example

Declared Cost of Goods: S$390

Total Freight Charges (before promotion): S$30

Insurance: S$4.20

Applicable GST would be S$29.69 (7% of S$(390+30+4.20))

Note: While the Cost of Goods in this example is S$390, and less than S$400,its CIF value (S$424.20) exceeds the tax free allowance of S$400, thus GST is applicable."

HAVE MORE QUESTIONS?

Helpful Links

Did you know?

Live Quote can help you estimate the shipping fees. Click to give it a try!

comGateway - Home

If you have a question, contact us through:

LIVE CHAT ONLINE

Note:

1. We respond to emails within 24 hours.

2. Our Live Chat team is available from Monday-Friday 7am to 6pm (GMT +8).

NEED HELP?

Please let us know how we can help, by completing the form below, and we'll be in touch. Thank you!

Welcome ! Please take a minute to read the

NEW USER GUIDE

Enter the URL of any U.S. online store in our "Search Bar" to learn shopping tips about the store. Find out whether you can shop directly using your new US address, or use our BUYFORME service.

We’ll let you know when new packages arrive at your U.S. address. If you order via the BUYFORME service, we’ll let you know when your order is confirmed and on its way to your US address.

You can monitor and manage all your packages and shipments at SHIP PACKAGES @ U.S. ADDRESS. Take advantage of cost-savings services when you ship more packages! Visit the Support page for more information about shipping rates and services.

Make sure everything you ordered has arrived, tell us how you want them packed, and give us the OK to ship them to you. We’ll send you a tracking number while you wait for your items to arrive. Enjoy!